I’m a Product Manager — think of me as the translator between real-world problems and the tech we build to solve them. I spend my time turning user pain points into clear, valuable features that move the business forward.

Within Core MSS — our Mortgage and Savings Suite — I lead on the account servicing component. That’s the engine room for everyday banking actions: managing savings accounts, processing transactions, updating customer info — the nuts and bolts that keep the system running smoothly behind every branch, app, and interaction. I look after Summit which is the servicing component of core MSS.

For people who don’t know, what is Core MSS ?

Core MSS stands for Mortgage and Savings Suite. It’s a core banking platform that underpins how many UK building societies and specialist lenders run their operations.

In simple terms, it’s the system that handles everything behind the scenes — from setting up savings accounts and managing mortgages, to tracking customer data and ensuring payments and interest are calculated correctly.

Why is it important for banks and building societies in the UK?

It’s incredibly important because it forms the foundation for compliance, customer service, and operational efficiency. In today’s market, where expectations around digital access, personalisation, and speed are higher than ever, Core MSS helps building societies modernise while staying true to their mutual values.

Whether it’s enabling online onboarding, streamlining branch processes, or integrating with newer platforms, Core MSS makes sure that all those customer-facing innovations are backed by reliable and scalable infrastructure.

We know there are a few exciting changes coming to Core MSS this year. Can you give us a quick overview of what’s new?

Core MSS 7.0 marks a major shift in how we deliver product releases, with a focus on solving real pain points for customers and end users.

A key highlight is digital onboarding: we’re moving from a paper-heavy, multi-day process to a fast, real-time experience using liveness checks and ID verification. Customers can now open accounts in minutes—securely and seamlessly.

We’re also launching a fully integrated mortgage product switch journey. With 1.6 million UK homeowners needing a new deal—and most wanting to stay with their current provider—this functionality allows for fast, digital switching, powered by workflow automation. It reduces handoffs, cuts operational costs, and improves customer experience.

Beyond that, we’re enhancing self-service features to ease pressure on support teams and build stronger customer relationships. And with the first phase of our compliance updates, we’re helping institutions meet MCOB and consumer duty requirements through improved modelling and forbearance options.

Why are these changes important for UK building societies & banks?

They’re all about helping organisations better support their customers—especially now, when many people in the UK are feeling financial pressure.

With the new Arrangement Modeller in Core MSS 7.0, building societies can clearly show how different forbearance options affect loan balances and interest. That means customers get the info they need to make informed decisions—and it saves staff time by cutting down on manual work. It also helps meet Consumer Duty requirements around transparency and fair treatment.

We’re also adding practical features like Future-Dated Closures (so customers can close notice accounts digitally without penalties), Power of Attorney Fraud Protection (to stop misuse of donor funds), and Bond Maturity Enhancements (to ensure what’s shown online matches the communications customers receive).

All of it adds up to a smoother, safer, and more transparent experience for everyone.

What kind of experience will this unlock for members? Can you give a concrete example?

Before Core MSS 7.0, if a customer needed support—like exploring forbearance options—it often meant a slow, manual process with paperwork and back-and-forth that could take days. It was stressful, and customers didn’t always get a clear picture of how their choices would impact their mortgage.

With Core MSS 7.0, they can now simulate options in real time and instantly see how each scenario affects their balance and payments. It’s faster, clearer, and much more reassuring during tough times.

Another example: closing a notice savings account used to mean a trip to the branch. Now, members can schedule closures online, anytime—no penalties, no hassle. It’s all about putting control back in the hands of the customer.

SBS is the only provider actively developing branch solutions, how is this functionality still important in a digital world?

Even in a digital age, branches still matter—especially in the mutual sector. Many customers prefer face-to-face support for complex or important decisions.

We’re not replacing branches—we’re helping them evolve. Our solution brings digital innovation into the branch, making services more personalised, efficient, and cost-effective. It’s about blending the best of both worlds: human connection and smart technology.

What excites you most about the direction Core MSS is taking? 

What really excites me is seeing Core MSS go from a solid system of record to a true driver of transformation.

We’re adding automation, real-time servicing, open APIs, and AI-ready features—helping building societies modernise while staying true to who they are. It’s amazing to see a platform with 20+ years of history evolve to deliver personalised, digital-first experiences and support bold goals. It finally feels as agile and member-focused as the societies themselves. 

Would you like to join the SBS (ex-Sopra Banking Software) adventure? Discover all our job offers on our Careers page by clicking on this link.

L’article Interview with a Product Manager : “Our Core MSS is finally as agile and member-focused as the societies themselves.” est apparu en premier sur SBS | Banking & Financing Platforms.